AccountId: 011433970860
ContactId: 9ae41e14-a35f-433f-909b-dfe6e7340c30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278869 ms
Total Talk Time (AGENT): 99307 ms
Total Talk Time (CUSTOMER): 54399 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/9ae41e14-a35f-433f-909b-dfe6e7340c30_20250616T13:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Baptist Outpatient Services. Um, just wanted to check the.
[CUSTOMER][NEUTRAL] The amount on uh on a patient that he had for the outpatient services.
[AGENT][NEUTRAL] Hey, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] It is 01659124 ML8.
[AGENT][NEUTRAL] Give me just a moment to look that up.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And then the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you for verifying that with me.
[AGENT][NEUTRAL] And you were wanting to know about their benefits?
[CUSTOMER][NEUTRAL] Yeah, for outpatient services.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] OK, the policy number you gave me is no longer active. Would you like their new policy number?
[CUSTOMER][POSITIVE] Yes, please if you have it.
[AGENT][NEUTRAL] OK, it's 02505660.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And that has an effective date of [PII].
[AGENT][NEUTRAL] Let me pull up their uh.
[AGENT][POSITIVE] Their benefits and I can go go over some of the uh outpatient services with you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and this is just a verification of benefits and not a guarantee of payment.
[AGENT][NEUTRAL] It looks like they have an outpatient benefit maximum of up to $2500 per calendar year.
[AGENT][NEUTRAL] With a $0 outpatient deductible.
[AGENT][NEUTRAL] This will cover office treatments, office visits in a physician's office or a specialist office. Um, is there anything in particular you are needing information on?
[CUSTOMER][NEUTRAL] Um, patients coming here for an MRI.
[AGENT][NEUTRAL] OK. It looks like we do cover MRI's, diagnostic testing, and a hospital outpatient facility or an MRI facility. They're subject to a maximum of 30 days of treatment per calendar year.
[CUSTOMER][POSITIVE] OK, perfect. Have they met any of the of the 2500 of calendar year?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEGATIVE] Looks like she's only used.
[AGENT][NEUTRAL] $110.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK [PII], that will be all for me. Do you have a reference number for our call?
[AGENT][NEUTRAL] So we don't have call reference numbers you can use my name and last initial in today's date. So [PII] in today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much I appreciate your help today you have a great day.
[AGENT][POSITIVE] Thank you for calling ATL. You have a great day too.
[CUSTOMER][NEUTRAL] Bye bye.